The continued outsourcing to India and the Philippines by Verizon to save money (I doubt it saves that much) shows that vz has poor leadership. Had they made better decisions ($12 billion for tracfone recently) and economic adjustment charge for vz, all the money we spent on those live concerts during covid ( easily $50m) maybe more jobs could have been saved. Shameful that Verizon leadership talks about how green and woke vz is trying to be. Maybe our strategy should change the message to how American we are by making good decisions which makes vz profitable and keeps vz from outsourcing. That would be a welcome message and strategy from Hans and Matt Ellis and one we all can get behind. 2023 is going to be brutal for vz.
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I spend most of my day fixing f ups that vendor, outsourced reps, and indirect repeatedly cause. All these repeated f ups on customers accounts cause customers to leave! Add to it the network is nowhere near what it should be because now, most of that, if not all of it is outsourced too. Either the executives at verizon are just that stupid and think outsourcing is saving money or they just don't care.
Tracfone disaster was all Ronan, dude. He is enjoying some Irish rugby right now, smoking his cigar paid by courtesy of Vz cash.
VZ’s bad logic w/ their outsourcing model (I’m making some assumptions.)
They assume -
- Expenses go down:
Cost of 7 outsourced agents = the cost of 1 full time employee
- Productivity goes up:
7 outsourced Agents will outproduce 1 full time employee - but at what cost?
In reality, the agents make errors, have poor english skills, turnover frequently, add layers upon layers of “escalation contacts”, must be micromanaged, aggravate our customers, diminish our brand, and have no ability to problem solve.
Everything needs to be spelled out explicitly for the outsourced workers - and even then, they still only do it right about 70% of the time.
Outsourcing the BRD functions to India was one of the worst decisions VZ made, at least on the business side. Saved money on payroll? Yes. But did it cost more money given the subpar work and extended time needed from VDSI? Also yes.
Pretty sure all of Customer Service will be outsourced by 2024. That’s the European way to save money in business and we continue to grow the SPC.
Reminder that Hans is from Sweden, Manon is French Canadian and Sampath is Indian.
None of them care that they're outsourcing Verizon. They destroyed a US company from within.
Get your CV/resume together. You're going to need it. Even if you were safe this time, more will be coming soon. We're past "righting the ship" we're going to have to start rebuilding it as it's sailing, and that never goes well. As for the rebuilding - we've got a giant ho-e that's taking in water, and leadership is more interested in how pretty and shiny the paint job is, so good luck getting people in the right places to patch the ho-e.